Tier 1 Agent, Crew Support & Experience (Evergreen)

Royal Caribbean Group; Evergreen (CO); On-site; USD 52,000 - 70,000; Full time

Job summary

Royal Caribbean Group is seeking a Tier 1 Agent, Crew Support to handle crew inquiries, manage travel details, and coordinate with Tier 2 agents and COEs. Responsibilities include documenting, responding through multiple channels, and ensuring SLA adherence.

The role requires strong customer service, planning, problem solving, and technical aptitude for industry systems. A fast-paced, multinational environment awaits.

Qualifications

• Experience as International Travel Agent.
• Knowledge of shipboard functions.
• Strong English reading/writing.
• Understanding of immigration and visa requirements for seafarers.
• Familiar with Salesforce, JDE, Travel Mart and related tools.

Responsibilities

• Handle crewmembers’ journey inquiries and provide answers.
• Document statuses, travel details, assignment information, ship life, expenses.
• Respond to inquiries via telephone or written requests and encode remarks.
• Meet SLA targets and KPI expectations and close tickets.
• Collaborate with Tier 2 agents and COEs to resolve crew issues.
• Assess financial implications for emergency travel decisions.
• Escalate complex cases to supervisors or COEs.
• Monitor open cases and ensure resolution within SLAs.
• Follow knowledge articles to respond to crew and crew customers.
• Other duties as required.

Skills

Customer service

Planning & prioritization

Optimization

Problem solving

Analytical skills

Technology aptitude

Soft skills

Communication

Shipboard operations

Tools

E1

AS400

MAPS

Remedy

Job description

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POSITION SUMMARY

The Tier 1 Agent, Crew Support is a fast paced and diverse role, which requires an analytical forward thinking individual. Position requires a high level of multitasking and the ability to change direction instantly. Individual must possess a “can do” attitude under any given situation supporting the workforce and logistics requirement of the fleet operations. This individual must be an expert in customer service, know how to handle distressed customers and escalate when needed. Within this role this individual will be responsible for handling crew and crew customer inquiries, utilizing the knowledge center. They will also be responsible for monitoring open cases, following up with Tier 2 Agents and COEs ensuring KPIs and SLAs are being met and tickets are being closed out. They must know how to answer calls, chat, and respond to open cases.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for fulfilling all crewmembers’ journey inquiries from a questions and answer perspective. This includes but is not limited to inquiries regarding; document statuses, travel details, assignment information, ship life, expenses, and more.
• Attends to all customer needs received via telephone or written request, and ensure proper encoding of remarks in Salesforce, JDE, Travel Mart, or any other tool used.
• Ensure full customer satisfaction by responding to inquiries submitted within the SLA provided. Depending on the channel used, the SLA may differ. (Chat, Phone, Case).
• Stays current with all policies and procedures noted in SQM (Safety & Quality Management), CBA (Collective Bargaining Agreement) and or any other material which pertains to shipboard personnel.
• Works closely with the tier 2 agents and COEs (port logistics, air, onboard HR, scheduling, onboarding etc.) on crew related matters to ensure a fast and efficient resolution to any situation.
• Assess financial implication of decisions that has to be carried out to resolve emergency travel situations
• Escalates cases to supervisors (e.g., disgruntled crew), tier 2 agents (0-6 days within travel transactions and emergencies), or COEs (complex or out of scope inquiries and transactions)
• Monitors open cases, handled by other tiers to ensure they are being resolved within the provided SLAs
• Follows all SLAs and knowledge articles to be able to respond to crew and crew customers in a timely manner
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

QUALIFICATIONS

• Working knowledge of general/organizational shipboard functions and concepts.
• Knowledge of world geography and time differences.
• Knowledge of applicable immigration and visa requirements related to seafarers in various geographical areas.
• Working knowledge of applicable flag state/port state regulations related to seafarers training, licenses and certifications.
• Ability to read/write English in order to understand/interpret written procedures and emails.
• A relevant work experience as International Travel Agent.

KNOWLEDGE AND SKILLS

• Customer Service skills. Must have great interpersonal skills and be able to provide great support to our crew and crew customers.
• Planning & prioritization. Determine the necessary sequence of activities and the efficient level of resources required to achieve efficient and effective schedule and itinerary.
• Optimization. Proven track-record for being able to apply optimization techniques in one or more domains such as inventory optimization and crew planning.
• Problem solving. Evaluate a problematic situation and create a resolution based on planning and reasoning. Use logic, judgment, and data to drive decisions.
• Analytical skills. Visualizes, articulates, and solves problems and make decisions that make sense based on all available information.
• Aptitude for technology. Quickly learn and apply knowledge, skills, and judgment by assessing and translating information technology into responsive and effective planning solutions. Working knowledge of computers, internet and navigate within a variety of Microsoft software packages. Knowledge of industry programs (E1, AS400, MAPS, Remedy or other systems) as required.
• Soft skills. Good command in the English language to understand, translate and interpret procedures. This includes the ability to relay and receive instructions (written and verbal) to effectively present information and respond to questions from management, co-workers, and shipboard employees. Ability to communicate verbally and in writing, gather and relay information in a multinational and multilevel environment.
• Business. Working knowledge of general shipboard functions on a cruise ship, and the general concept of the shipboard organization. Working knowledge of applicable immigration and visa requirements related to seafarers in various geographical areas.